Customer Success Operations Manager

About us: Branch is on a mission to empower workers with financial freedom. We do this by helping companies accelerate payments and providing working Americans with accessible, free financial services. We’re committed to building and delivering more inclusive, transparent, and frictionless financial products. Our goal of empowerment extends to our own employees, too. Have a great idea? Share it today and it might just get implemented tomorrow. As a member of our team, your voice and creativity matter—and they can directly impact our products, company, and culture.  We not only focus on attracting great talent from across the country, but also on building teams that help that talent thrive. That means valuing a diversity of opinions and working styles, while creating a shared belief in innovation, initiative, and winning together. Come join our team as we develop new ways to improve the lives of working Americans. About the role: The Customer Success Operations Manager builds and operates Branch’s scaled Customer Success model for approximately 1,000 non-managed accounts. At Branch, revenue is driven by product usage — payout volume, card swipes, transfers, and active user growth — rather than contractual renewals. This role increases engagement, detects silent churn risk, drives product adoption, and surfaces expansion opportunities through a data-driven, tech-touch model. Operating in a 1:many framework, this role designs segmentation strategies, behavioral health scoring, and lifecycle engagement programs — while selectively engaging high-risk or high-growth accounts where personalized outreach can meaningfully impact retention or expansion. This is not a quota-carrying role, but it plays a critical part in protecting and growing usage-based revenue across the portfolio. This role carries a strong expectation of leveraging AI tools — including Claude and workflow automation platforms — to build, automate, and scale programs. At Branch, every team member is expected to think like a builder: using AI to create new capabilities, automate repeatable work, and continuously improve how we operate. Key Responsibilities Scaled Customer Success Program Design Design and operationalize the tech-touch Customer Success strategy for ~1,000 non-managed accounts Develop segmentation models based on account size, payout trends, user growth, and engagement signals Build structured lifecycle playbooks covering onboarding, activation, growth, and re-engagement Behavioral Health & Silent Churn Detection Define and implement a customer health scoring framework using data from Looker (usage and revenue signals) and HubSpot (account and engagement data) Monitor payout volume, transaction frequency, and roster trends in Looker to detect early signs of decline Establish thresholds and triggers for intervention Lifecycle Campaigns & Engagement Programs Design and execute segmented campaigns using HubSpot to drive adoption and engagement Develop proactive education initiatives to increase feature utilization Continuously analyze campaign performance and refine outreach strategy AI-Driven Automation & Building Use AI tools (e.g., Claude, workflow automation platforms) to design, prototype, and deploy scaled engagement programs, health scoring models, and reporting dashboards Identify manual or repetitive processes across the Customer Success workflow and build automated solutions to replace them Collaborate with CX Operations to integrate AI-powered tooling into existing systems and workflows Stay current on emerging AI capabilities and proactively propose new applications that create leverage across the portfolio Targeted Direct Outreach Personally engage with high-risk or high-potential accounts when data indicates intervention could improve outcomes Conduct structured check-ins focused on usage trends, operational friction, and growth opportunities Partner with Support and Product to resolve systemic blockers impacting engagement Expansion Signal Identification Identify usage growth patterns in Looker that indicate upsell potential Create structured processes for surfacing qualified opportunities to Sales Coordinate transitions when accounts move into managed status Cross-Functional Collaboration Partner with the GTM CRM Administrator to define segmentation logic and reporting requirements Work closely with CX Operations to leverage automation and tooling enhancements Provide structured usage insights to Product and Support to reduce friction and increase engagement Operate as a power user of Looker and HubSpot as the two primary data systems for this role, pulling usage/revenue data from Looker and account/engagement data from HubSpot to drive decision-making across all program areas Success Metrics Portfolio-level payout and transaction volume trends Active account retention (behavioral retention) Adoption of priority features Reduction in silent churn indicators Engagement rates across lifecycle campaigns Qualif